Salesforce Exam Energy and Utilities Cloud Topic 3 Question 13 Discussion

Actual exam question for Salesforce's Energy and Utilities Cloud exam

Question #: 13
Topic #: 3

[All Energy and Utilities Cloud Questions]

An energy company has implemented Energy and Utilities Cloud in its call center, and they're now considering extending Salesforce for their customer self-service portal.

What value would the Energy and Utilities Cloud Communities license provide compared to standard Salesforce Communities?

AEnergy and utilities Cloud for Communities comes with a set of customizations that would otherwise have to be created through Apex

BEnergy and utilities Cloud extends the data model, user interfaces, integrations, and processes used in the call center to the self-service communities' website

CEnergy and Utilities Cloud provides the same data model and tools as the call center to build the self-service portal, but the components used in the call center cannot be reused

DEnergy and Utilities Cloud includes a self-service portal built on communities that cannot be further modified to make
implementations simple and easy

Show Suggested Answer

Suggested Answer: B

The Energy and Utilities Cloud Communities license provides significant value by extending the same data model, user interfaces, integrations, and processes used in the call center to the self-service portal built with Salesforce Communities. This ensures a consistent and integrated experience across customer service touchpoints, enabling customers to access personalized services, manage their accounts, and interact with the utility provider through a self-service portal that mirrors the functionality available to call center agents. Reference = Salesforce Energy and Utilities Cloud documentation on community portals and self-service highlights the ability to extend call center capabilities to customer self-service platforms, providing a cohesive and efficient customer experience: https://www.salesforce.com/products/community-cloud/industries/energy-utilities/

by Ruthann at Jul 08, 2024, 05:23 PM

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Catalina

10 months ago

I don't know, guys, I'm kind of leaning towards Option A. Who wants to spend time creating all those cusNadineizations from scratch? Give me the out-of-the-box utilities and let's get this thing built!

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Sherman

10 months ago

Ha, Option D sounds like the easy way out - 'simple and easy' implementation, but at the cost of cusNadineization. I guess if you just want a generic self-service portal, that could work, but it's probably not what this energy company needs.

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Noe

11 months ago

I'm leaning towards Option B as well, but I wonder if the 'reusable components' claim is a bit of a stretch. Shouldn't we be able to reuse at least some of the call center work in the self-service portal?

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Eladia

10 months ago

Yeah, but I also agree with you, we should be able to reuse some components from the call center.

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Eugene

10 months ago

I think Option B makes sense, it extends everything from the call center to the self-service portal.

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Golda

11 months ago

Option B seems the most comprehensive, but I'm curious if the Energy and Utilities Cloud really does extend the data model and integrations, or if it's just a fancy skin on top of standard Salesforce.

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Shawnda

10 months ago

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Lavonne

10 months ago

B) Energy and utilities Cloud extends the data model, user interfaces, integrations, and processes used in the call center to the self-service communities' website

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Cherri

10 months ago

A) Energy and utilities Cloud for Communities comes with a set of customizations that would otherwise have to be created through Apex

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Nadine

11 months ago

Wow, I'm not sure I understand the difference between these options. They all sound like they could provide value, but it's hard to tell which one is the best.

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Tony

10 months ago

D) Energy and Utilities Cloud includes a self-service portal built on communities that cannot be further modified to make implementations simple and easy

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Noe

10 months ago

C) Energy and Utilities Cloud provides the same data model and tools as the call center to build the self-service portal, but the components used in the call center cannot be reused

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Daren

10 months ago

B) Energy and utilities Cloud extends the data model, user interfaces, integrations, and processes used in the call center to the self-service communities' website

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Gregoria

10 months ago

A) Energy and utilities Cloud for Communities comes with a set of customizations that would otherwise have to be created through Apex

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Johnathon

11 months ago

That's a good point, Felice. It's important to weigh the pros and cons of each option before making a decision.

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Felice

12 months ago

I see your point, Vincenza. But I think option C is also worth considering since it provides the same data model and tools as the call center to build the self-service portal.

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Vincenza

12 months ago

I disagree, I believe option B is more valuable as it extends the data model, user interfaces, integrations, and processes used in the call center to the self-service communities' website.

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Johnathon

12 months ago

I think option A is the best choice because it offers customizations that would otherwise have to be created through Apex.

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